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Microsoft’s Viva Sales, Copilot Driving Productivity Gains for Sales Professionals
July 12, 2023

Microsoft’s Viva Sales, Copilot Driving Productivity Gains for Sales Professionals

Keith Kirkpatrick, Research Director at The Futurum Group covers the internal usage of Microsoft Viva Sales, a generative AI-infused tool aimed at driving productivity gains among sales professionals, and discusses...
Balancing Average Resolution Time With CSAT in the Generative AI Era
July 11, 2023

Balancing Average Resolution Time With CSAT in the Generative AI Era

Keith Kirkpatrick, Research Director at The Futurum Group discusses the impact of generative AI on the average resolution time (ART) metric, and the steps that organizations must take with agent...
The Power of Ridecell Fleet Transformation Cloud to Optimize Fleet Management
July 11, 2023

The Power of Ridecell Fleet Transformation Cloud to Optimize Fleet Management

Clint Wheelock, Chief Research Officer at The Futurum Group, takes a look at the recent announcement by Ridecell of the launch of Ridecell Fleet Transformation Cloud, which leverages digital technologies...
Clint Wheelock
AI Contact Center Training Tools Provide Efficiency, But Need Guardrails
July 11, 2023

AI Contact Center Training Tools Provide Efficiency, But Need Guardrails

Keith Kirkpatrick, Research Director at The Futurum Group covers Zenarate’s AI Coach and its most recent funding round, and discusses the lack of information provided around bias mitigation in the...
Databricks’ MosaicML Acquisition, LakehouseIQ Launch, Data + AI Summit Show Gen AI Savvy
July 11, 2023

Databricks’ MosaicML Acquisition, LakehouseIQ Launch, Data + AI Summit Show Gen AI Savvy

Mark Beccue, Research Director at The Futurum Group examines Databricks’ recent generative AI announcements. The piece explores how through a series of strategic moves and through its storytelling at their...
SurveyMonkey’s State of CX Report Reveals Customer Feedback Is a Priority for CX Teams in 2023
July 11, 2023

SurveyMonkey’s State of CX Report Reveals Customer Feedback Is a Priority for CX Teams in 2023

Sherril Hanson, Senior Analyst at The Futurum Group covers SurveyMonkey’s research data on the disconnect between CX professionals and customers, challenges in customer feedback programs, and what companies need to...
The Main Scoop, Episode 12: Is Cloud at an Inflection Point?
July 11, 2023

The Main Scoop, Episode 12: Is Cloud at an Inflection Point?

On this episode of The Main Scoop, hosts Daniel Newman and Greg Lotko, SVP & GM, Mainframe Software Division of Broadcom, talk with David Linthicum from Deloitte Consulting to unpack...
Six Five Insider with Micron's Chris Moore
July 10, 2023

Six Five Insider Edition with Micron’s Chris Moore, VP of Marketing, Mobile Business Unit

Daniel Newman and Patrick Moorhead sit down with Micron’s Chris Moore, VP of Marketing, Mobile Business Unit for a conversation on Micron’s recent announcement of Micron UFS 4.0, generative AI...
What Is Moving the Acquisition of Data Infrastructure?
July 10, 2023

What Is Moving the Acquisition of Data Infrastructure?

The Futurum Group’s VP and Practice Lead Camberley Bates discusses the key drivers of data infrastructure acquisition in 2023, including rethinking data security and protection, modernizing the data infrastructure, and...
Camberley Bates
Study Generative AI Is Most Helpful to Less-Skilled Contact Center Workers
July 10, 2023

Study: Generative AI Is Most Helpful to Less-Skilled Contact Center Workers

Keith Kirkpatrick, Research Director at The Futurum Group, covers the results of an MIT Sloan/Stanford University study that found generative AI is most helpful to less-skilled contact center workers, and...

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